ResiRoo Best Practices

TABLE OF CONTENTS

• Overview
• Best Practices
• How ResiRoo Decides
• Communication & Tone
• Tips for Success

Overview

ResiRoo is Vendoroo's resident-facing AI assistant. It interacts with residents 24/7, triages their maintenance requests, guides them through troubleshooting steps, creates or updates work orders, and keeps communication polite and empathetic.

Best Practices

1. Let residents submit work orders directly: Encourage residents to use ResiRoo so their requests are captured accurately and triaged quickly. If staff submit a request for a resident, mark it as resident-submitted and assign it to the Vendoroo user so ResiRoo can handle it.
2. Keep property and unit rules updated: Include building-specific rules, tags or special instructions in your property management system. ResiRoo uses this information to decide how to triage an issue and whether to skip certain steps.
3. Maintain up-to-date notes: Accurate notes in your PMS ensure ResiRoo knows about gate codes, pet policies, elderly residents who need special handling, or anything else that could affect how maintenance issues are handled.
4. Inform residents when submitting on their behalf: If your team creates a work order for a resident, let them know that ResiRoo will handle follow-ups so they know who will contact them.
5. Use PMRoo to refine ResiRoo: Treat ResiRoo like a new team member - provide feedback via PMRoo to adjust its tone or instructions and let it know how you want situations handled.

How ResiRoo Decides

ResiRoo follows a decision hierarchy when triaging an issue:

1. Location-specific instructions: Unit notes, building rules, or tags for the specific property take priority.
2. Client instructions: Rules you provide via PMRoo, such as always using a preferred vendor, skipping troubleshooting for elderly residents, or auto-creating work orders for certain issues.
3. Client-wide protocols: Company policies such as soft language, threshold temperatures for AC, or skipping troubleshooting for luxury rentals.
4. Vendoroo guidelines: Default flows based on thousands of work orders. ResiRoo communicates politely and escalates to a human when it isn't confident.

After triage, ResiRoo will guide the resident through a fix if possible, assign a vendor or dispatch emergency help when needed, and flag unclear issues for human review.

Communication & Tone

ResiRoo uses soft, suggestive phrases like "Could you please..." instead of commands. You can customize its tone to match your brand and correct it at any time via PMRoo.

Tips for Success

• Let residents submit work orders themselves: Encourage residents to use ResiRoo so their requests are captured accurately and triaged quickly. If staff submit a request for a resident, mark it as resident-submitted and assign it to the Vendoroo user so ResiRoo can handle it.
• Keep system notes up-to-date: Provide accurate notes in your property management system about gate codes, pet policies, elderly residents who need special handling, or anything else that could affect how maintenance issues are handled.
• Inform residents after submitting on their behalf: When your team creates a work order for a resident, let them know that ResiRoo will handle follow-ups so they know who will contact them.
• Refine ResiRoo via PMRoo: Treat ResiRoo like a team member—provide feedback via PMRoo to adjust its tone or instructions and let it know how you want situations handled.